At Solos, we want to ensure our customers are satisfied with their purchases. To facilitate this, we offer a straightforward exchange policy.
How to Initiate an Exchange
To initiate an exchange, please contact our customer service team at cs@solosglasses.com. Be sure to include your order number and the serial number of the product you wish to exchange.
Solos will provide a return label via Shopify once your request is confirmed. After you receive the return label, please return the item using the free return label within 14 days. Solos will ship the new selected item after receiving the original item.
Please note that the exchange procedure must be initiated within 14 days of the item's delivery. Exchange requests will not be accepted after this 14 days period.
Additionally, please be aware that accessories are non-exchangeable. Customers may only change the model for the Frame Front or full glasses. Individual pairs of temples or accessories will not be accepted for exchange.
Price Difference
- If the new selected item’s price is higher than the original item, the customer will need to pay the price difference.
- If the new selected item’s price is lower than the original item, the price difference will be refunded as store credit.
Customized Lenses
Customized lenses are specifically designed for the shape of a single frame. If your newly selected item is a different model (not just a different color), you will have the following options:
- Purchase New Customized Lenses: You can buy a new pair of customized lenses for your selected frame. Please note that this will require an additional payment.
- Receive Default Lenses: You can choose to receive the new selected item with default lenses.
Please be aware that customized lenses are non-exchangeable. However, if there are any quality issues, you are welcome to claim warranty service for a replacement.
Additionally, please note that Plano Photochromic Lenses are also considered customized lenses.
Additional terms and conditions
- Products must be returned in their original packaging and condition.
- Accessories are non-exchangeable.
- Please note that solos is not responsible for any items lost during transit to our facility.
- If you have purchased items from other retailers, we are delighted to offer our assistance in providing warranty support.
- solos reserves the right to accept the exchange request on such terms that it may determine at its sole discretion.